Nedbank personal loans ********* and unfair

I took a personal loan with Nedbank in January 2021. Last week I phoned them and I was sent from pillar to post. This is unacceptable. It should not take more than 15 minutes to increase the debit order amount. I felt like a ball in a soccer match being passed from this consultant to the next, and the nect consultant passing me to another one. This is unacceptable. Finally I was able to increase the debit order to R70,000.00 and I was given a reference number ***8. I was even sent an sms to review the conversation that I had with the consultant. Today I thought R70,000 will be debited from account. However, they only debited the normal amount. It appears to me like Nedbank personal loans just enjoys making money out of high interests that they are charging customers even if customers voluntarily want to decrease the interests that they are charged. This is ********* and unfair.